Vonage Unveils New Integration With Salesforce

Vonage has announced a new integration between Vonage contact centre and Salesforce’s Agentforce 360, bringing together voice and AI capabilities within a single contact centre environment.

The update connects Vonage for Salesforce Voice with Agentforce Voice; Salesforce’s AI-powered voice agent, allowing organisations to manage voice interactions, AI-driven automation, and agent workflows from within Salesforce.

The aim is to help contact centres route calls more effectively, automate routine tasks, and escalate complex or sensitive interactions to human agents with full contextual information.

According to Vonage, the integration supports use cases including skills-based routing, automated customer verification, fraud detection, and sales call handling, while maintaining voice as a key channel for complex or emotionally sensitive conversations.

“Businesses no longer need to choose between efficiency and empathy,” said Reggie Scales, President and Head of Applications for Vonage.

“With Vonage’s Salesforce-native contact centre solutions integrated with Salesforce’s AI-powered voice capabilities, we are helping customers to scale AI and automation while preserving the personalized touch that only a voice interaction can create.”

“Salesforce is delivering a new way of working for today’s customer-facing teams,” said Kishan Chetan, EVP & GM, Agentforce Service at Salesforce.

“By combining Vonage contact centre’s Salesforce-native solutions with Agentforce Voice, Vonage is building on its Salesforce integrations with AI agents and humans working together to uncover new capabilities for enterprises to turn every engagement into a growth opportunity – simplifying operations, delighting customers, and unlocking new levels of ROI.”

Industry analysts also highlighted the broader implications of agentic AI within contact centres.

“Agentic AI is redefining the way today’s enterprises do business and, with the integration of Agentforce Voice into cloud-based solutions like Vonage’s contact centre offering, this marks a major shift in how businesses today will connect with their customers,” said Jim Lundy, CEO and Lead Analyst of Aragon Research.

“Delivering new levels of efficiency for agents, and unprecedented real-time engagement, this new integration will transform customer service from transactional, bot-driven interactions to dynamic, seamless, and outcome-driven connections.”

The integration builds on a long-standing partnership between Vonage and Salesforce, extending Agentforce capabilities across additional channels, workflows, and use cases, including digital engagement, outbound sales, and identity verification.

Vonage said the combined solution is designed to work with customers’ existing Salesforce environments and broader technology stacks.

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Author: Hannah Swankie
Reviewed by: Rachael Trickey